Customer Complaints Senior Manager

OKX is a leading global crypto exchange and the developer of the OKX Wallet, dedicated to providing millions of users with secure access to crypto trading and decentralized applications. We are currently seeking a Customer Complaints Senior Manager to lead our global complaints program and ensure our compliance culture remains robust and effective.

Key responsibilities

• Develop and manage responses to regulatory inquiries, examinations, and escalated complaints in partnership with Legal and Local Compliance teams.
• Oversee the end-to-end complaints control framework, including classification, investigation, and resolution standards.
• Provide second-line oversight and quality assurance to identify control gaps and systemic issues.
• Transform complaint data into actionable compliance and conduct-risk intelligence for senior leadership.
• Maintain global regulatory alignment by ensuring policies and procedures remain current across all jurisdictions.

Requirements

• Significant experience in regulatory compliance, conduct risk, or complaints oversight within a highly regulated global organization.
• Proven ability to manage responses to regulators and coordinate cross-functional inputs effectively.
• Strong analytical skills with the ability to perform root-cause analysis and drive systemic remediation.
• Excellent written and verbal communication skills for engaging with regulators, legal teams, and senior executives.
• Demonstrated experience in designing or operating risk-based monitoring and governance processes.

What we offer

• The opportunity to shape the global compliance strategy for a leading player in the blockchain industry.
• A collaborative, diverse, and professional environment focused on innovation and integrity.
• Exposure to complex regulatory landscapes across multiple international jurisdictions.